Charlene Samuel

• Investigated Client Services Department critical events to conduct root cause analysis and suggest responsive action to administrators.
• Reviewed qualitative client/patient feedback to address quality issues.
• Analyzed facility quality and risk performance data to plan improvements in the Client Services setting.
• Created impactful policy and procedure changes based on research and recommendations from numerous operational report findings.
• Orchestrated data collection, report generation and review of quality issues.
• Remained updated on latest provincial and federal regulations to serve as internal regulatory resource.
• Investigated client complaints and made recommendation for change.

• Work with the Board, Executive, and Sr. Management team to devise and update policies and procedures as needed for corporate accountability and to ensure ongoing compliance with government legislation. Eg. Workplace Safety and Insurance Board, Federal Labour Program, Office of Privacy Commissioner of Canada, and Office of Superintendent of Financial Institutions.
• Facilitated delivery of HR services by establishing and maintaining positive relationships with internal and external stakeholders.
• Developed hiring and recruitment policies to drive a transparent and fair hiring process for selecting candidates on the basis of merit and relevance by implementing an automated Job Evaluation process.
• Directed and coordinated pre-screening activities for new hires and processed background checks prior employment verification.
• Developed internal and external contracts pertaining to fee for service agreements.
• Provided onsite training for SLFNHA Board of Directors, Executive, Management and front line staff.
• Coordinated Annual General Assembly meetings with Chiefs/Proxies, and supported Resolutions Committee.
• Collaborated with management team to establish organizational goals, strategic plans and objectives pertaining to the HR department
• Review funding contracts, and contribution agreements for accuracy, ensuring changes or ammendments are communicated to SLFNHA Executive and Program Managers.
• Created comprehensive orientation program to acquaint new employees with organization programs, guidelines, policies and procedures.
• Developed and implemented hiring criteria and employment selection assessments to improve staffing quality. Introduced behavioral interviewing techniques to HR staff and hiring managers.
• Devised and executed employee development, performance management, compensation and benefits programs.
• Complied with local, provincial and federal laws and established organizational standards and policies to meet those standards.
• Created a positive work environment by promoting team building initiatives and resolving conflicts between employees; by using mediation and/or other investigation techniques
• Advised senior leadership on organizational structure changes affecting the workforce.
• Investigated incidents of workplace harassment or discrimination complaints.
• Analyzed employee data to identify trends and potential areas of improvement.
• Maintained confidential records related to personnel files and other sensitive documents.
• Mediated conflicts between employees and facilitated effective resolutions to disputes; Mainstream and Traditional.
• Counseled managers on disciplinary actions when necessary.
• Created a positive work environment by promoting team building initiatives and resolving conflicts between employees.
• Advised senior leadership on organizational structure changes affecting the workforce.
• Investigated incidents of workplace harassment or discrimination complaints.
• Analyzed employee data to identify trends and potential areas of improvement.
• Maintained confidential records related to personnel files and other sensitive documents.
• Counseled managers on disciplinary actions when necessary.
• Attended conferences, workshops and special events to recruit qualified candidates for company.
• Supervised HR and reception staff.
• Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Mediated conflicts between employees and facilitated effective resolution to disputes.

Acted as SLFNHA Privacy Officer;

• Verified documentation against compliance standards and communicated deficiencies to resolve issues. Investigate reports and identify compliance issues against accepted standards, and provide recommendations for improvement.
• In partnership with the Director of Information Technology, conduct privacy audits. Collect and review data to identify potential compliance issues requiring further review and action.
• Conferred frequently with privacy specialists and legal counsel to stay current on compliance requirements and procedures.
• Reviewed, updated, and maintained the organization's privacy policies and procedures.
• Developed training materials to ensure employees and contractors were aware of SLFNHA's privacy regulations.
• Conducted internal audits to verify compliance with applicable laws and regulations related to data privacy.
• Provided guidance on data protection and impact assessments for new projects and initiatives.
• Investigated potential incidents involving unauthorized access or use of personal information.and salary placement.

• Provided direct service supervision for emergency on-call after hours child protection program; included but not limited to documenting and processing referrals.
• To provide direction and support to the On Call Family Service Worker and/or local community worker in response to child protection issues, child protection investigations, admissions of children into agency care, children in care who are AWOL, and other crises involving children in care and serious occurrences.
• Provide child protection services in absence of On-Call Family Services Worker.
• Inform the Service Manager on call about all serious occurrences, high-profile case issues, child death, and any other serious emergencies, and get approval and direction
• To authorize financial expenditures with agency finance policies.
• To provide supervisory direction and support to the local community-based workers in the absence of the Direct Services Supervisor.

• Established and managed organization-wide budgets, payroll, accounting and other financial operations.
• Created and implemented best practices to standardize internal processes and procedures. eg. Generally Accepted Accounting Principles.
• Oversaw monthly, quarterly, and annual financial reporting with funders and key stakeholders, while developing the annual operational budget and year-end projections.
• Guided internal and external audits, risk assessments, and compliance monitoring.
• Analyzed operational processes and implemented continuous improvement initiatives to promote improved funder/key stakeholder reporting.
• In conjunction with Program Managers, prepared financial forecasts to support fiscal planning and management.
• Sourced, installed and implemented new computerized accounting software to streamline operations.
• Negotiated and managed contractual agreements to secure ideal terms and drive effective financial engagements.
• Formulated and delivered financial and budget reports for funders, partners and key stakeholders, including Chiefs.
• Prepared accounts, balance sheets, Income statements for annual audits according to regulatory requirements utilizing generally accepted accounting principles.
• Developed systems to protect company assets, prepare a disaster recovery policy and to ensure the reporting of accurate financial results.
• During the the time period of 1999-2001. In absence of a full time permanent Executive Director and as directed by the Board of Directors oversaw the day to day administrative function(s) of the organization; providing organizational leadership, and implementing and actioning Board approved organization strategic plan.
• Supervised and reviewed payroll processing by ensuring funding is in place, appropriate budget codes are utilized and time sheets are approved by appropriate Program Manager.
• Strengthened internal accounting controls by developing organization policies and procedures for service contracts, records, and reports.
• Supervised air travel, hotel and transportation needs for Board of Directors and staff.
• Developed personnel and consulting contract filing system to increase ability to retain and recover documents, reports and records.
• Supervised the development of agendas and minutes for Board of Director and Chiefs meetings when required.
• Record and archive the meeting proceedings by preparing motions and resolutions; included but not limited to the creation and maintenance of corporate bi-laws.
• Secure and safeguard the organization Corporate Seal and affix seal on all legal and corporate documents.

• Identified appropriate community resources and provided referrals for services.
• Worked with on call supervisor to assess client needs and discuss collaborative treatment efforts, and possible placement of children and families at risk.
• Maintained confidentiality through stringent handling of client files and data.
• Used job-related software to compose or prepare correspondence, case notes and technical reports
• Built trust and rapport with children and families; remaining calm and compassionate in variety of situations.
• Interviewed clients individually and in groups to assess situations, capabilities and problems.
• Participated in ongoing training to maintain license and enhance knowledge of relevant mental health topics.
• Supported children and families and make referrals to other support programs.
• Investigated reports or indications of abuse, neglect or exploitation of at-risk adults, adolescents and children.